Emma Redford

• Provide an excellent training experience to TAFE Teachers by assisting in My Profile program rollout
• Responded to employee inquiries regarding compliance regulations and procedures and program rollout
• Assist with troubleshooting all problems
• Take ownership of scheduling meetings, either via face to face contact, Skype, etc. (This included travelling between campuses)
• One on one training with teachers on filing documentation correctly (Compliance)
• Maintained compliance database, tracking all compliance activities and documents.
• Maintained composure in stressful situations, confrontations, interviews and records searches.
• Data entry of teacher qualifications across South Queensland
• Intermediate understanding government funding schemes
• Vetting students and ensuring entry requirements are met according to funding eligibility
• Communication of Statement of Accounts and confirming enrollments with students
• Assisting with general enquiries of students
• Developed an intermediate understanding of Certificates and Diploma programs, including study plans

• Managed filing system, entered data and completed other clerical tasks.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

• Ability to review claims and pull relevant data (great attention to detail)

• Generate custom customer contract

• Provide exceptional assistance to customer enquiries in relation to their specific contract

• QBCC Contracts

• Safety Induction Forms
• Authorization documents/ Scope of Works

• Ability to liaise and build relationships with multiple insurance companies/loss adjusters and have a brief understanding of their products and procedures

• Co-ordinate Building Supervisors schedules
• Including external travel and accommodation
• Intermediate understanding of Building terminology and legislation
• Take ownership of productivity results and setting goals and tracking performances against these
• KPI Targets and lifecycle reduction
• Co-ordination with different teams within the business to ensure we are always updating our procedures and implementing best business practices to ensure the best customer experience
• Implemented improvements to contract generation process to increase efficiency.
• Demonstrated proficiency in data entry and contract modification
• Addressed contract disputes and provided advice and guidance to resolve issues.
• Adhered to legal and contractual requirements for compliant contract processes.
• Facilitated communication between involved parties to enable timely contract sign-off.
• Tracked contract milestones and updated stakeholders to facilitate project progress.
• Stored and filed contract documents in orderly, organized systems.

• Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
• Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
• Managed customer service effectiveness by monitoring performance

• Step up Team Coach (2-week period) - Coaching consultants - Providing relevant feedback - Organize training workshops - Comprehensive understanding of health insurance compliance
• Responded to telephone and in-person requests for information.
• Evaluated customer purchase requirements and recommended best-fit company offerings.
• Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
• Stayed knowledgeable on latest product and service innovations and technological advancements through continuous training.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Checked client organization and agreements with company priorities through automating content management systems.

• Cash Handling & Balancing Tills
• Filing & Archiving
• Stepping up when the office manager is away - Managing Emails & Scheduling
• Food Handling